In today’s competitive employment landscape, finding the right person for a role often requires looking beyond traditional recruitment methods and thinking differently about what makes someone ‘the right fit’.
For businesses, particularly those in specialised industries, the perfect candidate may not always be the person with the exact experience listed in a job advertisement. Sometimes it is about identifying potential, attitude, values and a willingness to learn.
This was the experience of Aliana Woolcock from Freedom Financial – a Cairns financial planning business, searching for the right person to join their team.
More Than Just a Reception Role
A receptionist position within financial planning, is not a standard administration role.
They are the first point of contact for clients who are trusting the business with one of their most important assets – their wealth. The role requires more than answering phones and greeting visitors; it requires confidence, professionalism, integrity and the ability to make clients feel valued from the moment they walk through the door.
Finding someone with the right combination of skills and personality proved challenging.
After exploring traditional recruitment avenues, including job advertisements, industry networks and external recruiters, the business realised they needed to broaden their approach.
Looking Beyond Industry Experience
Instead of focusing only on candidates with financial services experience, they created a more open and engaging job advertisement designed to attract people from a wider range of backgrounds.
That change, opened the door to discovering talent they may not have otherwise considered.
Courtney was not initially the obvious choice on paper. Her previous experience was primarily with Woolworths, where she had developed a range of transferable skills across different areas of the business, including customer service, online fulfilment and operational responsibilities. She had also worked in Cairns and Emerald, where she started her own lash technician business from home.
While she did not come from a corporate environment, her interview demonstrated initiative, honesty, enthusiasm and a genuine desire for an opportunity to grow.
She was looking for an employer willing to give her a chance – and the business recognised the potential she brought.
Investing in People Pays Off
A detailed workplace manual developed over years by a long-term team member provided a strong foundation. Courtney received hands-on training, mentoring and guidance from experienced colleagues.
She was given the tools and confidence to succeed, including scripts and processes for client interactions, opportunities at work to complete professional development, and access to online training such as LinkedIn Learning to strengthen her technical skills.
Although the transition into financial services required training and support, the key was finding someone who was open to learning, adaptable and willing to be supported.
A Success Story Built on Potential
Since joining the business in September 2024, Courtney has continued to grow in confidence and capability. Following the sale of the business to Direct Wealth, she has successfully transitioned into a broader role, answering client enquiries and supporting advisors across the coast.
Her journey demonstrates that the right person is not always the person who ticks every box at the beginning. Sometimes the strongest employees are those with the right attitude, resilience and willingness to learn.
Reflecting on Courtney’s contribution, Aliana Woolcock shared:
“What may have appeared from the outside to be a straightforward business transition involved learning new systems, adapting to new processes, building relationships with entirely new teams and redefining her role within a much larger organisation. I am incredibly proud of the way she has embraced that challenge and continued to show up every day with professionalism, positivity and a genuine commitment to both her colleagues and our clients”.
The Lesson for Employers
Employment success is not just about finding someone who has done the exact job before. It is about recognising transferable skills, investing in people and creating opportunities for individuals to grow.
By thinking differently about recruitment, employers can uncover talented people who bring fresh perspectives, strong values and the potential to become long-term contributors to their organisation.
Sometimes the best candidate isn’t the one with the most experience … it’s the one with the most potential.