Job Description
Group Service Manager - Multi-Franchise Dealership
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Motus Ballarat is seeking an experienced, energetic, and commercially minded Group Service Manager to lead our multi-franchise service operation. This is a pivotal leadership role responsible for driving customer experience, operational excellence, and team performance across a diverse and growing dealership.
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We operate in a quick-paced, high-volume environment where standards are high, expectations are clear, and results matter — especially when it comes to OEM Customer Satisfaction (NPS) and long‐term customer retention.
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About the Role
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As Group Service Manager, you will take full ownership of the service department, leading a team across both front-of-house and workshop operations. You'll be responsible for delivering a seamless customer journey from booking to vehicle delivery, while ensuring the workshop runs efficiently, profitably, and in line with manufacturer expectations.
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This role is heavily focused on customer experience, process discipline, and team leadership, with a strong emphasis on achieving and maintaining OEM NPS targets across multiple brands.
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Key Responsibilities
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Lead, mentor, and develop a high-performing team of Service Advisors and Technicians
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Drive OEM NPS performance through consistent delivery of exceptional customer experiences
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Oversee daily workshop operations, productivity, and efficiency
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Manage workflow using structured systems and processes
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Ensure all customer interactions are clear, transparent, and professional
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Monitor and improve service retention and repeat business
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Maintain strong communication between service, parts, and sales departments
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Ensure compliance with manufacturer standards, audits,



and reporting requirements
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Manage department profitability, including labour sales, efficiency, and cost control
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Identify opportunities to improve processes, systems, and overall performance
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Systems & Tools
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You will be working within a modern, structured service environment using:
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Xtime – service scheduling and workflow
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Podium – customer communication and reviews
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Triage processes – to manage bookings, workflow, and customer flow
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Experience with these systems (or similar) will be highly regarded.
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What We're Looking For
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Proven experience as a Service Manager or Fixed Operations Manager
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Strong track record in delivering high NPS / CSI results
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Demonstrated leadership capability — able to build, coach, and hold a team accountable
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Highly organised with strong operational discipline
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Commercially aware with the ability to manage profitability and performance metrics
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Excellent communication skills with customers and internal teams
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Ability to thrive in a high-volume, fast-paced environment
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A hands‐on leader who leads from the front
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What We Offer
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Competitive salary package + performance incentives
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A high-performing dealership environment with strong volume and opportunity
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Ongoing training and development across multiple brands
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Career progression opportunities within a national dealership group
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The opportunity to lead and shape a critical department within the business
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📌 Group Service Manager - Multi-Franchise Dealership (Ballarat)
🏢 Motus Ballarat
📍 Ballarat