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Training Course
Available

PMI Pensions Client Relationship Excellence Programme Level 1

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  Build strong foundations for successful client relationships

The PMI Certificate in Pensions Client Relationship Foundations is a one-day Level 1 programme designed for junior and mid-level Relationship Managers and client-facing professionals looking to strengthen their approach to managing pension scheme clients and trustees.
As client-facing responsibilities grow, success increasingly depends on more than technical pensions knowledge. Professionals need the confidence, structure and communication skills to build trust, manage expectations and represent their organisation effectively in meetings, calls and day-to-day client interactions.
This practical and highly interactive programme helps participants develop the core behaviours and approaches required to thrive in client-facing roles. Through realistic pensions administration scenarios, practical tools and guided exercises, delegates will learn how to prepare effectively, communicate with confidence, manage challenging conversations and build stronger professional relationships.
Delivered in partnership with Authently Consulting, the programme combines PMI's sector-leading professional standards with specialist expertise in relationship management, behavioural development and practical pensions experience, ensuring participants leave with skills they can apply immediately.

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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Module 1 | Strategic thinking and communicating with UK pension scheme professionals - 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 pension scheme professionals , focusing on expectations and common industry pain points.

This module also includes some time with a current chair of trustees, who will provide insight into “the day in the life of a trustee”. 

Learning outcomes

  • Gain a deeper understanding of the UK pensions landscape
  • Developing knowledge of ‘UK pensions language/jargon’
  • Personas of trustees and pension scheme professionals to help build rapport and understanding
  • Translate the needs of different stakeholders
  • Help build confidence when communicating with clients
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Module 2 – Relationship building and communicating with structure – meeting and calls with trustees and pension professionals

Session  covers relationship building and professional management of meetings and calls, including, preparation, difficult interactions, effective communication, active listening, note taking, and delivering timely follow‑up actions. We will also discuss the effective benefits of networking.

Learning outcomes

  • Developing strategic relationships with clients
  • Build a structured and strategic mindset when attending meetings

Develop more structure around communication over Teams/Zoom and the telephone

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Lunch

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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 meetings and 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
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Coffee break

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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 pension professionals.

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 & pension professionals  tone and expectations
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Wrap up & questions to experts

Opportunity to ask questions and discuss the key learning outcomes. This final session will consolidate the knowledge and skills developed through the course.

Costs

Description Cost
Members £699
Non-members £799

Location

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

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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