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Training Course
Available

PMI Pensions Client Relationship Excellence Programme | Level 1: PMI Certificate in Pensions Client Relationship Foundations

Strengthen your client relationship skills and develop the confidence to communicate effectively with clients, trustees and key stakeholders.

Event date
Location
Open to members & non-members
CPD
CPD: 6.5hrs
Book now

Book now whilst spaces are available.

About PMI Pensions Client Relationship Excellence Programme  Two complementary development routes for client relationship excellence

Delivered by Authently Consulting, the PMI Pensions Client Relationship Excellence Programme offers two PMI-accredited certifications: the PMI Certificate in Pensions Client Relationship Foundations and the PMI Certificate in Advanced Client Relationship Management.

 

Designed for client-facing pensions professionals at different stages of their careers, the programme helps participants strengthen relationship ownership, develop a trusted adviser mindset and build the confidence, communication and stakeholder management skills needed to manage client, trustee and stakeholder relationships more effectively. Through practical tools, realistic scenarios and interactive learning, participants develop techniques that can be applied immediately in the workplace.

About Level 1: PMI Certificate in Pensions Client Relationship Foundation  Build strong foundations for successful client relationships

The PMI Certificate in Pensions Client Relationship Foundations is a one-day Level 1 programme designed to help you build the confidence, communication skills and professional presence needed to succeed in client-facing roles. Practical, confidence-building and grounded in realistic pensions administration scenarios, it focuses on developing the core behaviours and skills that underpin effective client relationship management.

 

You will learn how to prepare for client and trustee meetings, communicate with greater structure and confidence, understand client needs through effective listening and questioning, manage expectations professionally and navigate difficult conversations constructively. As you develop from a pensions administration expert into a trusted relationship owner, you will gain practical tools, techniques and frameworks that can be applied immediately to strengthen your client interactions and professional impact.

Why Attend

  • Strengthen your client-facing confidence

    Build the confidence, presence and professionalism required to manage client interactions, trustee meetings and stakeholder conversations more effectively.

  • Master practical communication techniques

    Develop proven communication, listening and questioning skills that help create trust, improve understanding and drive more productive client relationships.

  • Navigate difficult conversations professionally

    Learn how to manage challenging situations, respond confidently when you don't have immediate answers and handle client concerns without losing credibility.

  • Enhance relationship ownership and impact

    Gain the tools, behaviours and structured approaches needed to manage expectations, strengthen client relationships, reduce unnecessary escalations and represent your organisation with confidence and consistency.

Agenda

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Welcome and context

Explore the realities of today's Relationship Manager role and identify the behaviours needed to build trust, manage expectations and navigate client challenges with confidence.

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Preparing for client meetings

Learn how to prepare effectively for client and trustee meetings, anticipate key questions and approach conversations with greater confidence and control.

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Managing challenging client issues

Develop a structured approach to resolving complex client issues while maintaining trust, credibility and strong working relationships.

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Communicating with structure

Build the skills to communicate clearly and professionally, deliver confident updates and create more credible client interactions.

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Listening with empathy

Strengthen your ability to understand what clients are really saying by listening beyond the facts to uncover concerns, expectations and priorities.

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Managing communication dynamics

Discover how to keep conversations constructive, manage emotional situations professionally and build stronger client relationships through effective communication.

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Managing difficult questions and expectations

Gain the confidence to respond professionally when you don't have an immediate answer, while setting clear expectations and maintaining credibility.

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Practice lab and action planning

Apply your learning in realistic scenarios, receive valuable feedback and create a practical action plan to strengthen your client-facing impact.

Costs

Description Cost
Members £750
Non-members £850

Location

20 Gresham Street, London EC2V 7JE
Tags
Training Course,
Members Engagement and Communications
Return to the events

Looking for something more advanced?

Discover our Level 2 programme for Senior Relationship Directors.

Topics of discussion

  • Understand the transition from pensions administration expert to client-facing relationship owner.
  • Prepare effectively for client, trustee and stakeholder meetings.
  • Structure meetings and conversations to create clarity, confidence and better outcomes.
  • Listen actively and ask insightful questions to uncover client needs.
  • Apply adult-to-adult communication techniques to strengthen professional relationships.
  • Manage difficult questions and conversations with confidence and credibility.
  • Set clear expectations and follow through consistently.
  • Respond professionally when answers are not immediately available.
  • Handle challenging situations and stakeholder pushback constructively.
  • Develop a personal action plan to embed learning in day-to-day client interactions.

Who should attend

  • Junior to mid-level Relationship Managers.
  • Client-facing colleagues transitioning from pensions administration roles into broader relationship ownership responsibilities.
  • Professionals who regularly attend client or trustee meetings and want to build greater confidence, structure and presence.
  • Individuals seeking practical tools to improve meeting management, stakeholder communication and expectation management.
  • Organisations looking to strengthen client relationship capability and consistency across administration and service teams.

Thank you to our sponsors

Speakers

What our speakers bring

This programme is delivered by experienced professionals who combine practical pensions expertise with specialist relationship management, behavioural development and facilitation skills. Together, they bring a deep understanding of client, trustee and stakeholder dynamics, alongside proven experience designing and delivering highly interactive learning programmes. Through realistic scenarios, coaching, role-play and feedback, participants gain practical techniques that can be applied immediately in real client-facing situations.

Andrea Facchini

Authently

Communications Expert

 

Pat Sharman
Authently

Pensions specialist, former trustee &
strategic client relationship expert

Any questions?

Contact us now
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