Hi Sarah, is this the model where you remove the baseplate to load and unload film? Sorry, I'm going off a manual for a different model here, so I'm not sure if they're the same.
Anyway, if that is the case, the take up spool has a spring catch and, by turning the top of the take up spool a little, it should pop up, allowing you to get a better grip.

Hope this helps,
Molli