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 fast-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 setting
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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 (City of Ballarat)
🏢 Motus Ballarat
📍 City of Ballarat