Administrators Training Programme: Helping Pension Professionals Thrive

Administrators Training Programme: Helping Pension Professionals Thrive

21 May 2026 | 21 May 2026
Various fees

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Administrator Programme: Helping Pensions Professionals Thrive

A highly unique training programme designed to further develop the communication skills of pensions administrator professionals working with UK pension scheme trustees and members.

It provides a technical overview of the UK pension landscape, designed to deepen the knowledge of teams working with pension schemes. It covers the types of schemes clients may manage or belong to, common challenges they face, and their roles, responsibilities, and mindset.

We also focus on understanding the needs, expectations, and communication styles of key stakeholders and how to manage these dynamics effectively.

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    Fees

    Members: £699 (+VAT)
    Non-members: £799 (+VAT)
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    2

    speakers
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    City of London

    20 Gresham Street, London, EC2V 7JE
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    6.5 hours

    of CPD

Event Details

THE BASICS

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Topics of discussion:

The programme is split into four modules:

  • Module 1: Communicating with UK pension scheme participants – know your client
  • Module 2: Communicating with structure – meetings and calls with your client
  • Module 3: Communicating with confidence and care – adapting to member and trustee needs in real time
  • Wrap up – Ask the experts
Who should attend:
  • Pension Administrators
  • Support staff
The venue

20 Gresham Street, London EC2V 7JE

Agenda

21 May, 2026

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09:30 - 11:30
Module 1 | Communicating with UK pension scheme participants: knowing the client

Session covers the UK pensions landscape, key players and scheme types, plus roles, responsibilities, challenges and personas of service providers, trustees and members, focusing on expectations and common industry pain points.

 

Learning outcomes

  • Gain a deeper understanding of the UK pensions landscape
  • Developing knowledge of ‘UK pensions language/jargon’
  • Personas of trustees and members to help build rapport and understanding
  • Translate the needs of different stakeholders
  • Help build confidence when communicating with clients
11:45 - 12:45
Module 2 | Communicating with structure and calls with trustees and members

Training covers professional management of trustee and member meetings and calls, including agenda setting, preparation, difficult interactions, effective communication, active listening, note taking, and delivering timely follow‑up actions.

 

Learning outcomes

  • Build a structured mindset when attending meetings
  • Develop more structure around communication over Teams/Zoom and the telephone
12:45 - 13:30
Lunch
13:30 - 15:00
Module 3a | Listening with empathy - responding to what really matters

Explores empathetic listening by understanding stakeholder communication needs, applying empathy in technical contexts, using core listening tools, and practising responses that focus on what truly matters to stakeholders.

 

Learning outcomes

  • Translate understanding of stakeholders into day-to-day communication
  • Strengthen ability to handle distressed or high-pressure calls with calm and clarity
  • Listening beneath the surface to meet emotional and informational needs
  • Build rapport with different personalities and emotional states
  • Foster a culture of professionalism, empathy, and shared communication tools
15:00 - 16:45
Module 3b | Managing dynamics with transactional analysis (TA)

Session will cover managing interpersonal dynamics using Transactional Analysis, recognising emotional triggers, applying constructive scripts, and using Adult‑to‑Adult communication to improve conversations with trustees and members.

Learning outcomes:

  • Using TA to shift unhelpful dynamics (Parent–Adult–Child model)
  • Common emotional triggers and how to address them calmly
  • Scripts and phrasing to move conversations forward constructively
  • Application to trustee & member tone and expectations
16:45 - 17:15
Wrap Up
  • Opportunity to ask questions and discuss the key learning outcomes. This final session will consolidate the knowledge and skills developed through the course.
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Pat Sharman
Pat Sharman
- Former pension scheme trustee and pensions expert

Pat brings over 30 years’ experience in pensions, leading businesses to drive client excellence, product innovation and education for the UK pensions sector. Pat brings a depth of experience on boards and committees, in addition to her previous trustee roles on UK pension boards. She has also been a leading voice in educating the pensions sector on sustainable governance, designing and delivering training programmes for pension scheme trustees.

Andrea Facchini
Andrea Facchini
- Qualified business phychologist

Andrea is an expert in organisational cultures and a leading business psychologist with an interest in maximising the value of diversity to pursue high performance and excellence. He specialises in selection, assessment, coaching, leadership and talent management using inventories published by Hogan Assessment Systems. As a master practitioner of these internationally respected tools, he is also one of the leading trainers of Hogan Certification Programs and a member of the prestigious Hogan Coaching Network.

Lisa Hampton
Lisa Hampton
Pensions Management Institute
- Training Manager

 

Lisa is an experienced marketing professional with over 20 years in financial services. She began working in pensions in 2009 as Marketing Manager for Pensions UK. In 2023, Lisa transitioned to her current role as Training Manager at the Pensions Management Institute (PMI), where she leads the development and delivery of a wide range of training courses, supporting professionals across the sector in building their knowledge and skills.

 

Thank you to Authently for your support

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www.authentlyconsulting.com
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